ITIL Service Operation

The ITIL Service Operation volume describes the part of the lifecycle wherein the services and the value is actually delivered to the business.

Serena Service Manager can play a central role in Service Operation by serving as the information and delivery hub for services. It provides a process-based service desk. New trouble tickets get submitted through the central portal, Serena Request Center, and then they get routed to the right service desk analyst based on the topic, priority and impact. Serena Service Manager includes pre-built ITIL-based workflows for incident, problem and change management. Each step in the integrated service delivery process is tracked and reported on to aid with continuous service improvement.

[Click to enlarge] Serena Request Center As The Service Operation Hub

Serena Request Center is a self-service portal. It helps users quickly look for solutions to their problems (e.g., forgotten password) by leveraging an integrated knowledge base, submit a problem ticket or browse and order a service or product that is listed in the catalog. A packaged ITIL v3 Request Fulfillment Process handles IT service requests separately from incidents.

In the Request Center, users can view the SLAs associated with each service and track the progress of an open request at any time. This process transparency increases user satisfaction with IT and reduces the demand on IT staff to answer follow-up inquiries on status. IT can use the progress metrics to audit processes and identify areas for improvement.